Customer Onboarding Manager

2 months ago

Boston, United States HqO Full time
About HqO

HqO is connecting real estate to the people with an asset agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO's REX (Real Estate Experience) Platform assesses the health and performance of a person's experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location.

HqO has been trusted to power 400 million+ square feet across 700+ properties in 32 countries, and we're backed by some of the world's most prominent VC and real estate companies as we continue to grow rapidly across the world.

We're driven by our core values of LET'S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) which define our culture and push us to do our best work every day. If you want to join a fast-growing, highly collaborative, and supportive team that is at the forefront of real estate transformation, we're the company for you.

About the role

The consumerization of commercial real estate has arrived and office owners are focused on providing a world-class experience for building occupants. You and the HqO team are their most important partners. You measure your impact based on your customers' successes. You have technical skills and have managed projects between your company, its' customers and partners. You are hyper-organized with the ability to manage multiple ongoing projects. You understand how to handle and remove blockers to success and work exceptionally well cross-functionally with Sales, Customer Success, Product, Engineering and the Leadership Team. You are a strategic, yet resilient self-starter who has a passion for engaging with people and ensuring plans are understood by the entirety of the team. You thrive in a fast-paced, constantly evolving, growth-stage technology environment. You are ready and willing to dig in to make sure we are delivering on our promise of a world-class customer experience.

What you'll do

  • Welcome all new customers assigned, conduct kickoff calls and orientation to the onboarding program
  • Create and execute an onboarding plan for customers, inclusive of setting getting their information in the system and a plan for them to go live as soon as possible
  • Own and drive the process of getting a customer from purchase to launch, working closely with your customers daily, delivering value, being consultative, helping them achieve their goals and ensuring they have a good experience
  • Partner closely with our Account Managers to solidify and execute client deployment strategy based on customer goals and KPIs
  • Set expectations for turnaround times and maintain light "project plan" for customer
  • Maintain a current, in-depth knowledge of the functions and special features of HqO and be be able to effectively transfer this knowledge to a wide range of users
  • Identify and work through technical/non technical roadblocks preventing customers from meeting project requirements, Proactively remove blockers to success
  • Project manage the app build process
  • Administer product training to customer stakeholders; proactively provide additional training when areas of opportunity are identified
  • Implement creative and innovative solutions to problems
What you bring
  • This position will be located in Boston, MA and required in-office attendance Tuesday- Thursday
  • 5+ years of relevant professional experience managing enterprise customers. SaaS Project Management and/or Commercial Real Estate experience preferred
  • Strong organizational skills and must be detail oriented
  • Passion for technology and for being a part of a fast-growing company
  • Self-motivated and driven by successfully executing high-quality work in alignment with customer goals and Tenant Experience Best Practices
  • Possess empathy and love for customers
  • Strong written and verbal communication skills
  • Natural problem solver
  • Possess both technical and business acumen
  • Comfortable with ambiguity, uncertainty, and autonomy
  • Quick learner, always looking to learn more
  • A team player. We're a typical startup. We roll up our sleeves and do what has to be done to provide the best possible experience for our customers

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